Job Description

Job Description

Job Description

Job Title : Help Desk Technician

Location : Chicago,IL

Department : IT Support

Reports To : IT Support Manager

Position Type : Full-time/ Contract

Job Summary:

We are seeking a skilled and customer-oriented Help Desk Technician to join our IT support team. In this role, you will be responsible for providing technical support to internal users, troubleshooting hardware and software issues, and ensuring that IT systems and devices are running smoothly. You will serve as the first point of contact for employees experiencing technical difficulties and will assist in resolving issues in a timely manner.

Key Responsibilities:

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Troubleshoot system and network problems, diagnose and solve hardware or software faults.
• Respond to inquiries and requests through email, phone, or ticketing system.
• Document internal procedures and create knowledge base articles for common issues and solutions.
• Install, configure, and maintain hardware and software systems, ensuring they are up to date and secure.
• Manage user accounts, permissions, and passwords within the company's systems and networks.
• Escalate unresolved issues to senior IT staff or specialists as necessary.
• Maintain accurate records of customer interactions and problem resolutions in ticketing systems.
• Assist in the preparation and deployment of new hardware and software setups for employees.
• Collaborate with other team members to improve and streamline IT processes and support strategies.
• Provide remote support to users, ensuring the effective and efficient resolution of issues.

Qualifications:

• Education : Associate's degree in Computer Science, Information Technology, or a related field (preferred).
• Experience : 1 3 years of experience in a Help Desk or IT support role.
• Strong understanding of computer systems, mobile devices, and various software applications.
• Knowledge of networking concepts, TCP/IP, and troubleshooting methods.
• Familiarity with remote desktop tools and ticketing systems (e.g., ServiceNow, Zendesk).
• Ability to diagnose and resolve technical hardware and software issues.
• Good communication skills, with the ability to explain technical issues in non-technical terms.
• Ability to work independently and as part of a team.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.

Desirable Skills:

• Familiarity with Active Directory, Office 365, and other enterprise software solutions.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
• Experience with troubleshooting operating systems such as Windows, macOS, and Linux.
• Customer service experience and a solution-focused mindset.

Work Environment:

• Fast-paced, team-oriented environment with opportunities for professional development.
• Potential for both on-site and remote work options depending on company policies.

How to Apply:

Please submit your resume and a cover letter outlining your relevant experience to [email address]. We look forward to hearing from you!

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